Categories of Customers in NRD

 
As a key front line agency in the public service, NRD has various categories of customers. Each category has different expectations in terms of treatment and facilities
NRD has identified the basic requirements for each of the following categories of customers:
1. Ordinary customers
2. The disabled
3. The elderly
4. Expecting mothers
5. Mothers with babies/small children
6. Ailing customers
7. Customers in groups who have problems in their dealings at NRD counter
8. Customers who are eligible for special services
9. Customers who need services outside the premise that are authorised under the regulations of the Department
10. Customers who faced difficulties in making transactions during normal working hours.
 
PROGRAMME
OBJECTIVE
TARGET
ACTION
RESPONSIBILITY
ACHIEVEMENT INDICATOR
Facilities for the disabled, the elderly and expecting mothers
Providing comfort to the disabled, the elderly and expecting mothers during their dealings with NRD
1. The disabled
2. The elderly
3. Expecting mothers
Providing appropriate facilities for the disabled, the elderly and expecting mothers
PRO
All offices to have basic facilities for the disabled, the elderly and expecting mothers by 2009
 “VIP” customer counter
Providing comfort and fast services
1. VIP guests.
2. Guest who are invited back (in line with the client’s charter recovery system)
3. Guests who need special/urgent services with the permission of the Director
Providing special counters and staff
BPK/State Director
Zero complaint from VIP. Number of commendation/appreciation letters received.
Standard of Service to Guests
Ensuring counter staff assimilate NRD counter service ethics
Counter staff
Counter Management Guidebook. Personal Development Guidebook, Code of Ethics and Conduct Book, Form Checklist Guide, Customer Rights Notice, Do’s and Don’ts,
PRO, Director of Division/State/Office Head/Supervisor
Zero complaint
Number of commendation/appreciation letters received
Improvement in systems and procedures
Facilitating customer dealings at the counter
Reducing bureaucratic red tape
System developer,
Implementer
Review existing systems and procedures
KICT and Director of Major Transactions Division
Percentage of excellent performance in customer feedback form
Consistency in understanding of regulations
Creating consistency in understanding of regulations by staff
Service standards accepted by customers are uniform